Full-Time Director, Client & Delivery Excellence

• Providing coaching, input to personal and departmental goals and staff training.
• Cultivating solid client relationships and maintaining open and transparent communication.
• Developing full understanding of client’s objectives, contracted deliverables, and communicating these to the team.
• Assessing all main operational aspects of programs including the identification and implementation of automation, greater efficiencies, improved processes, optimal staffing model, staff roles & responsibilities, and SOPs, etc.
• Setting clear direction, effective plans and measurable outcomes.
• Overseeing the development of and approving client billing prior to invoicing.
• Tracking, monitoring, and reporting upon overall program results in a timely manner.
• All other duties as assigned.

• Responsible for and oversee their respective department.
• Interview, select and supervise the activities of the department staff; communicate, interpret and discuss with team the company policies and procedures.
• Determine job objectives, work methods and performance standards; review performance relative to departmental objectives discussion appraisal with each employee and performance; recommend, seek approval and communicate salary changes, promotions, transfers; discipline and discharge and administer all other personnel actions.

• Deep knowledge of, and practical experience in designing, delivering and optimizing patient access programs.
• Ability to interpret industry trends and competitive information and develop strategies and tactics.
• Adapt to a fast paced, dynamic environment, make independent decisions, maintain confidential information and meet deliverables.
• Respond promptly to customer needs and proactively solicit client feedback to improve services.
• Assist in the development and implementation of enterprise growth.
• Ability to accommodate 10% - 25% travel.

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